This page is a referral-preparation guide for a support coordinator helping an NDIS participant explore household-cleaning options. The coordinator can help the participant understand choices, compare providers and review an agreement, but the participant remains central to the decision. A useful referral should carry the participant’s instructions accurately without turning the coordinator into the person who promises funding, provider suitability, availability or a cleaning result.
| Record field | Participant decision | Coordinator contribution |
|---|---|---|
| Purpose | The household problem or routine the participant wants to address | Help express the request as observable domestic tasks |
| Authority | Who may receive information, arrange access and approve costs | Confirm and record the participant’s consent before sharing |
| Provider choice | Which options the participant wants to consider | Research and compare without presenting one provider as compulsory |
| Agreement | Whether the scope, price and terms are acceptable | Help the participant read, question and negotiate the document |
Date the record and note the source of each instruction. If the participant changes a preference, keep the updated instruction with the version sent to providers.
Do not send an entire plan, diagnostic history, portal credentials or unrelated support records simply because a provider has asked for an enquiry. The participant can choose what plan information is shared and with whom.
A goal may explain why support matters, but it does not replace a cleaning scope. Ask what the participant needs done in the home, what they want to continue doing themselves, what assistance already exists and what outcome they hope the routine will support. Convert the answer into rooms, tasks, access and frequency without guaranteeing independence, cleanliness, health or plan outcomes.
Confirm how the relevant funding is managed before comparing providers. NDIA-managed supports require registered providers. Self-managed and plan-managed funding can usually use registered or unregistered providers for other supports, although some regulated supports require registration. Verify the rule for the proposed support and any current registration claim. Do not infer registration from a website title, referral history or invoice template.
Refer the unresolved category to the responsible person before asking a cleaner to absorb it into a general line item.
Use the same questions for each provider: which tasks are offered, what is excluded, how the exact address is assessed, what price and unit apply, what separate charges may arise, how cancellations and scope changes work, what invoice details are supplied and how complaints are handled. Ask a provider to state any registration relied on. A broad service-area or workforce statement is not proof that a particular enquiry can be accepted.
The agreement is between the participant and provider. Coordinator assistance should make that contract clearer, not conceal its terms or substitute the coordinator’s preference.
Record how entry will occur, who will be present, communication preferences, relevant safety information and the handling of keys or codes. In a shared home, identify private, agreed shared and excluded areas. Another resident, support worker or property contact should not add tasks or disclose participant information unless they hold the authority recorded for that purpose.
Before a visit, send the provider the current task version and access details through the agreed channel. After the visit, ask the participant or authorised contact whether the recorded tasks, duration and variations match what occurred. Keep factual notes about delivered support and barriers; avoid scoring a provider against an outcome that was never promised in the agreement.
Check provider identity, participant reference, service date, task or support description, quantity or time, rate and total against the agreed scope and delivery record. Confirm that the invoice went to the correct payer. If the description is broader, a duplicate appears or an unapproved amount is included, help the participant ask for clarification before authorising payment or a claim.
Pause the referral when consent is uncertain, plan-management information conflicts, the task-to-plan connection is unclear, a registration requirement has not been resolved, household responsibility is disputed or the provider will not give a written scope. Take the specific issue to the participant, my NDIS contact, plan manager or another appropriate adviser rather than forwarding an incomplete referral.
Call 1300 525 336 to explain that you are preparing a participant-authorised referral and ask what scope information is required. Email info@smurfettescleaningservice.net with the minimum referral dataset if written comparison is preferable. Request a dated response; contact does not confirm provider eligibility, plan funding, exact-address availability or a booking.
